1. Finding Out What Users Really Want from NREN Karolina Horvatinčić Karolina.Horvatincic@CARNet.hr

2. 20.5.2003. CUC&TNC2 / 12 Next 20 minutes about: Key factors for good user support system Process of developing a system What do our users really want? CARNet experience Collaboration and Feedback Principles

3. 20.5.2003. CUC&TNC3 / 12 Key factors for good user support system Vision and Mission User oriented organization

4. 20.5.2003. CUC&TNC4 / 12 VISION of CARNet: MISSION of CARNet (1): Development of advanced ICT infrastructure for academic and research community including fast and safe network, different contents and services. Croatia as a society of knowledge.

5. 20.5.2003. CUC&TNC5 / 12 MISSION of CARNet (2): Improvement of work and life through the application of ICT technology by introducing its possibilities and providing help in the process of usage. Support to knowledge dissemination, information exchange as well as creation of contents accessible via net.

6. 20.5.2003. CUC&TNC6 / 12 User Oriented Organization User orientation is one of the core competences of NREN employees User satisfaction should be one of the key criteria for the success of a project and services in general Every service has user support – user friendly services

7. 20.5.2003. CUC&TNC7 / 12 Process of developing a system mission, strategy technology, infrastructure users needs services user support measure quality, listen users improve

8. 20.5.2003. CUC&TNC8 / 12 What do our users really want? CARNet experience (1): (1) Contact points Helpdesk for end-users Member Services Department CMU Helpdesk for system-engineers contact for all users: komentar@CARNet.hr

9. 20.5.2003. CUC&TNC9 / 12 What do our users really want? CARNet experience (2): (2) Information distribution system (3) Edupoint - Educational Centre (4) Referral centres (5) CUC - CARNet User Conference (6) Special events, lectures (7) Support for pilot projects (8) Promotion

10. 20.5.2003. CUC&TNC10 / 12 Collaboration and Feedback member institutions annual reports questionnaires for students interviews with professors and scientists visits to member institution collaboration among employees Feedback is valueble.

11. 20.5.2003. CUC&TNC11 / 12 Principles make user segmentation design your users experience work with users, not only for users –users know less about technology, developers know less about possible application in different areas –put advanced user in a project team User can be our valuable partner.

12. 20.5.2003. CUC&TNC12 / 12 Conclusion: It is not enough to enable connectivity. NREN should also provide user support. Users` needs have to be closely monitored and measured. Existing services are expanding following the growth of users' increasing skills and knowledge.